Carping is essential but let’s celebrate the stuff that goes right as well - however mundane it might be
My history of accidents is an object lesson in building customer relationships
It was the rock critic Jon Landau who almost blighted Bruce Springsteen's career in 1974 by declaring him the future of rock and roll so I hesitate to say that I might have seen the post-pandemic future of live performance after attending an app-enhanced online gig by Dutch jazz trio Tin Men & the Telephone … Continue reading The future of live performance (and customer engagement)?
It’s an end-to-end problem - and an opportunity I was in conversation with a fellow consultant recently where she described her horrendous experience returning a sofa she had bought. You’d think this would be a straightforward exercise - these days I find it’s straightforward to return unworn or undamaged products to suppliers and get a … Continue reading Customer experience is hard – because it’s not just about the customer
A non-toxic theatre visit ticks all the right boxes If you’re lucky enough to get a ticket to a popular West End show – and in my case even luckier to get one fairly cheaply (thanks to TodayTix) – your elation can be followed by a sudden lowering of expectations: the venue will be crowded … Continue reading Making customers feel welcome is so easy but why is it still so rare?
Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people I suspect, obsessed with the hospitality industry. But a recent experience made me realise that hospitality businesses rarely offer hospitality that feels genuine – like a good evening spent having … Continue reading How often do you offer genuine hospitality?
Dystopian visions send Nick Bush a warning about the future of customer experience I misread a message from a colleague yesterday telling me that Gordon Tredgold’s article on 15 things teams hate about you was on LinkedIn. I clearly hadn’t woken up as I thought the article was 15 things you hate about LinkedIn. To … Continue reading Can CX save us from a bleak future?
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a wide choice of coffee outlets to sit and socialise or work in. When I’m working at home and need a change of scene, I often take myself off to one … Continue reading To keep your fickle customers, focus on repeatable great experiences
Customers should be better at providing meaningful feedback – and service providers should make it easier for them to do so Another caffeinated customer experience gave me a new perspective on feedback. I was in a local chain coffee shop, taking advantage of a freebie courtesy of my mobile provider and the productivity benefits that seem to accrue … Continue reading Are you an inspirational customer?
“Magic moments” are not the be-all and end-all of customer experience – but they are important Wednesday in Wimbledon – I’d say wet if I was seeking an alliterative effect but in the interests of veracity it was a fine day – and I had an hour’s “office time” before a meeting. I went to … Continue reading Wake up and smell the cologne… how are you inspiring your customers?